Software Support Specialist

Software Support Specialist

Who are we?

The HBP Group is the number one choice for many businesses across the UK looking for reliable, award-winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions. We offer our customers a range of the best market-leading products and services to streamline complex business processes and increase efficiency. We have 3 offices including our head office in Scunthorpe, an office in Hull and another office in Peterborough.

The Role

Based from our Scunthorpe office, we have an exciting opportunity for the right person to join our award-winning customer experience team responsible for supporting high-quality software solutions to hundreds of our customers.

You will be part of a well-established and knowledgeable team who pride themselves on their product knowledge, as well as customer service skills in order to support our customer base with technical clarity and a personable experience.

The successful candidate will have a full training and development plan for both product and customer journey experience, and support to successfully achieve product accreditations.

Responsibilities

Within this role, some of the key areas you will be responsible for are:

• Responding to incoming phone calls and emails whilst maintaining our customer SLA’s
• Providing excellent customer service and technical clarity to our customer base.
• Maintaining records of customer interactions and changes.
• Ensure the tickets are resolved to a high standard, getting to the root cause of the issues proactively.
• Contribute towards team and company strategies, goals, and targets.
• Carrying out customer data fixes and ensuring this is compliant with audit requirements.
• Be aware of and abide by GDPR Regulations, treating customer data with care and sensitivity.
• Assisting with small projects for customers such as moving the application to a new server, bite-size training, imports, and report writing.
• Attending and contributing in quarterly team coaching sessions & customer handovers
• Creating customer-facing content that may include Help sheets, Videos, Training Guides, and Webinars
• Continual personal development and training including continual product / legislative development.

Knowledge & Experience

To be a successful Software Support Specialist you will possess the following:

Essential

• AAT Level 2 qualification or equivalent (or significant accounting / business & finance knowledge)
• Excellent communication skills
• Structured problem-solving skills
• Able to work as part of a team or on your own
• Good knowledge of Excel including data analysis.
• A good understanding of IT and navigating Microsoft Windows

Desirable

• Knowledge of database admin and querying databases, such as Microsoft SQL or Visual Fox Pro
• Knowledge of Office 365
• Working experience in a Finance or Software Helpdesk environment

The successful candidate is someone with a passion for continual development who is a positive thinker, flexible, and proactive. Someone with the drive to resolve and understand problems in order to develop their skills and offer fantastic customer service.

This person should be able to work independently, as well as part of a team. They must be able to multi – task, be honest and be a great communicator with an ability to build rapport with fellow colleagues and our customers.

Why work for us?

Here at the HBP Group we are passionate about our business and our customers, and believe our people are our most valuable asset. Driven by our commitment to creating a great place to work for all our staff, we are always looking for ways to improve our employee experience.

Accredited to The Living Wage Foundation, we are a Real Living Wage Employer and this year we were awarded Best Companies One Star “Very Good employer to work for” accreditation. However, we’re not going to stop there and are focused on achieving 3 Star “World Class employer to work for” accreditation in the future.

That’s why it’s a great time to join The HBP Group… As we continue our successful journey with exciting and achievable growth plans, we want to focus not only on our overall commercial objectives but creating a great working environment for our staff to thrive. That’s why we are looking for people who are passionate, trustworthy, and forward-thinking to join our team.

So, on top of the normal benefits, we think some of the amazing reasons to join us are:

• Hybrid working arrangements *
• 28 days of holiday, plus bank holidays = 36 days holiday total!
• Option to sell back holiday*
• Salary Sacrifice Pension Scheme*
• A pro-active team of staff who organise regular social events and sporting activities – This includes a Mid-Year and Year End Appreciation Party, examples of social activities for 2023 include Paintballing, a family day out at an attraction park, and beer Fridays. We also have a number of themed office days including for St Patricks day, Pancake day, Wear it Pink, and Halloween.
• A friendly inclusive environment across the whole office – we really are a great bunch!
• Charity activities to raise money for staff-selected causes – events include bi-annual 3 Peaks challenge and our annual Game a Thon.
• Enhanced Maternity Pay *
• Enhanced Paternity Pay *
• Enhanced Bereavement Leave, with our “Time to say goodbye leave”
• Free lunches
• Casual business dress code (with option to choose from our free workwear wardrobe selection)
• Christmas Thank You Bonus *
• Support and guidance from your very first day!
• Tailored Training Plans to support success in your role.
• Personal Development Plans to support career advancement.
• On-site parking
• Company Sick Pay *
• Wellness activities

* Length of service eligibility criteria

If you think you fit the description above and you like the sound of what we have to offer…then this could be a great opportunity for you to join a growing, well-established business and progress your career.

Closing Date: 23/06/2023

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Job Types: Full-time, Permanent

Salary: £24,000.00-£30,000.00 per year

Schedule:

• Monday to Friday

Experience:

• accounting / business & finance: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in SCUNTHORPE